On November 9th, 2023, Salesforce Innovation Day took place at Mama Shelter in Luxembourg. Bringing the original Dreamforce experience to its users in Luxembourg, this edition explored the topic of the ever-evolving world of business. AI, data, CRM, and trust stood as the foundational pillars of the future. The event brought together many key influential speakers, developers, and experts from distinct fields.

Navigating the digital frontier: Keynote on AI, Data, and CRM by Salesforce

The event kicked off with the Salesforce team introducing the first foundational issue: “Why AI magic needs Data and CRM”. Gianni Cooreman, Deputy Country Lead Belgium & Luxembourg, Gilles Mahieu, Regional Sales Director, David Van Puyvelde, Senior Director Solution Engineering, and Timo Verbrugghe, Senior Solution Engineer unraveled the hidden connections and decoded the mysteries of how these forces shape our digital world. Timo Verbrugghe discussed the creation of opportunities and introduced the Einstein Copilot Studio, emphasizing the crucial role of a strong data foundation. David Van Puyvelde highlighted the importance of good data for business success, showcasing Customer 360 and the Data Cloud as essential tools for a unified customer profile accessible across departments.

Transformative customer journeys with Salesforce

Francis Verscheure, Lead Account SE at Salesforce, and Michel Etienne, CTO of Foyer, animated the second presentation, highlighting Foyer's transformative journey, underscoring Salesforce’s pivotal role. They focused on the insurance company's strategy, customer needs, the rationale behind choosing Salesforce, and explored the solution’s benefits, project timeline, and upcoming milestones.

Moreover, Jérome Schaeffer, Project Manager Digital Customer Experience Customer Service at Creos, and Ben De Clercq, Cloud Account Executive at Salesforce demonstrated “How Creos scales (Field) Service that customers love”. They took a deep dive into the strategies that motivated Creos to be a pioneer in field service. The audience learned that it's not just about providing a service but instead about creating an experience that customers genuinely love. 

As discussion progressed, Thibault Hollender, Product Owner at Banque Internationale à Luxembourg (BIL) and Francis Verscheure, Lead Account SE Salesforce presented the implementation of the CRM Loop at BIL, covering the context, objectives, and steps involved in transitioning from an in-house CRM to a standardized package. This captivating narrative of BIL's journey in the realm of financial services was about creating a meaningful impact on the financial journey of their customers. This keynote covered key considerations, future plans, and included a sneak peek demo, showcasing BIL's shift towards a more comprehensive customer relationship management approach.

Furthermore, Claire Ledoux, Marketing Director and Salomé Ourth, Marketing Officer at Orange Luxembourg (OLU), with Quentin Schoens, Prime Named AE, and Dimitri Van Fraeyenhoven, Specialist Solution Engineer at Salesforce shared their viewpoints concerning the integration of Salesforce Marketing Cloud to enhance data-driven, personalized, and connected marketing strategies. Their presentation emphasized the impact of Marketing Cloud on OLU's business, showcasing examples of cross-selling, retention, and the transformative role of generative AI in increasing efficiency.

Customer panel: Navigating AI challenges and opportunities

To put an end to Innovation Day, Jérome Schaeffer, Michel Etienne, and David Van Puyvelde came back in front of the room, with Stefaan Rogiers, Head of Business Transformation at BIL to give a closing customer panel. They covered their projects and the challenges and possibilities of AI implementation in their specific industries. The conversation mainly highlighted the ethical use of AI, simplifying customer journeys, and the importance of internal structures and partnerships in managing transformation and fostering innovation.

Gilles Mahieu concluded this afternoon Innovation Day by thanking the Salesforce team and the numerous attendees. Salesforce Innovation Day was a testament to the power of innovation and opportunity. It was a day for the collective pursuit of innovation and growth.

Discover the recap video of this Salesforce Innovation Day, 2023 Edition!